Von Fagan

About Von Fagan

I turn technology into a driver of growth, efficiency, and transformation. Focused on AI,…

Experience

1. Director of IT Support Services

   Heidrick & Struggles

   Jan 2019 — Present · Chicago, IL, US

   As Director of IT Support Services, I lead enterprise-wide technology transformation, driving AI adoption, service optimization, and operational excellence. My role focuses on aligning IT strategy with business objectives, enhancing scalability, and delivering measurable results.Key Achievements:IT Strategy & Transformation:Developed and executed a multi-year IT roadmap to modernize support services, increase efficiency, and align with evolving business needs.Led the transition to an AI-powered service model, reducing agent-assisted interactions by 30% through automation and self-service.Strengthened ITSM governance by introducing data-driven performance metrics, improving service quality and accountability.AI & Automation-Driven Innovation:Integrated AI-powered self-service and automation into IT support operations, accelerating resolution times and improving user experience.Piloted and scaled chatbot-driven support, driving significant cost reductions and increasing service consistency.Positioned Heidrick & Struggles at the forefront of AI adoption in IT service delivery.Operational Efficiency & Governance:Optimized help desk operations through outsourcing partnerships, achieving improved service levels and cost efficiencies.Established governance frameworks with defined KPIs and quality controls to enhance vendor accountability.Increased transparency and performance through continuous monitoring and service audits.Executive Collaboration & Influence:Partnered with C-level leaders to align technology investments with business goals, ensuring IT delivers measurable value.Advised senior leadership on IT transformation strategies, driving informed decision-making and business alignment.Delivered executive-level reporting on service performance, technology ROI, and future roadmap strategies.

Education

• Frostburg State University

  BS

  1985 — 1989

• Northwest Nazarene University

  Master of Business Administration (M.B.A.)

  2004 — 2006

Skills

• Account Management
• Call Center
• Business Process Improvement
• Leadership
• Sales Management
• Salesforce.com
• Cross-Functional Team Leadership
• Sales Operations
• Customer Service
• Customer Satisfaction
• New Business Development
• Strategic Planning
• Call Centers
• Telecommunications
• Contact Centers
• Process Improvement
• Operations Management
• Budgets
• Direct Sales
• Team Building
• Management
• Team Leadership
• Lead Generation
• Microsoft Office
• Sales
• Vendor Management